User's Guide to Business Manager

Chapter 9: Using the Combination Application System Editor

Introduction
- Overview
- Terms
Changing Scripts and Speeches
- Changing an Object's Script and Main Speech
- Changing a Control Point's Script and ID Speech
Disabling and Enabling Tree Objects
Adding and Configuring Control Points
Deleting and Undeleting Control Points
- Undeleting Control Points
Committing Changes To The System Tree
Planning Your System Tree
Building Your System Tree
Testing Your Tree
Managing Your Tree

Chapter 9: Using the Combination Application System Editor

Introduction

Overview

This section discusses the workings of the Combination Application system tree in more detail, and focuses on the usage of the tree objects. In the previous chapter, you saw how an example Combination Application system tree looks and works, and you got a working idea of how the tree objects perform their allotted tasks. Now you will see how modifications to the tree structure affect the way the program works. When you change the structure of the system tree, you directly change the way it works.

When you have a system tree that you want to use but you want it to work slightly differently, you may quite often modify the existing objects in the tree to bring about these changes.

Modification of tree objects includes changing scripts and speeches, as well as changing the settings of an object's controls to alter the purpose of the tree object. In this chapter you will learn how to:

Change scripts and speeches
Disable and enable tree objects and speeches
Add Control Points
Configure Control Points
Delete Control Points
Commit changes to your system tree
Planning, building, and managing your system tree

Terms

Application

An application is a program that you design, build, or otherwise modify so that it does what you want it to. We design programs, while you design applications.

Cancel

This is a command that tells the system to cancel the current operation. This command is often an option when the current operation is suspended or delayed.

Local Phone

The phone that is connected to your computer. It is this phone that you use to record your system speeches. Also, callers use this phone number when calling into your system.

Program

The actual software that runs on your computer. You use the System Editor 'program' to design your Combination 'Application'.

Retry

This is a command that tells the system to perform an operation again. This command is often an option when the current operation is suspended or delayed.

Tree Object

Also, 'object'. The basic components of the system tree. In the Combination Application, the tree objects are the System Greeting, the Initial Prompt, and the Control Point.

Changing Scripts and Speeches

There are two types of speeches that you may record in the Combination Application: main speeches, and ID speeches. The main speech is commonly an informative message, and may be recorded on the System Greeting and the Initial Prompt. ID speeches normally identify the Control Point's purpose, and you record ID speeches for your Control Points. These ID speeches may be heard on the Initial Prompt's auto-menu (if you are using the Auto Menu control).

Changing an Object's Script and Main Speech

Changing an object's script and recorded speech is a simple process. You use this procedure to change scripts and speeches for the System Greeting and the Initial Prompt. The Record box appears in the same form regardless of the tree object, and only the script changes from object to object (i.e., The functionality remains the same, only the speeches and scripts differ). Use the following procedure to change a script and record a speech:

You may also access a tree object by selecting it and pressing the e key.

First, double click the tree object you wish to modify in the system tree (the System Greeting or the Initial Prompt).
Move the mouse pointer to the Script field, then click on it. A small blinking line appears in the line of text. This blinking line is called the 'cursor', and it shows where your typing appears when you type in a field.

Remember that you may use the arrow keys (wyxz) to move the cursor around the field. The c key allows you to remove text from a line a character at a time.

Remove the existing text, or modify it as you see fit.
Now type the script for the speech you want to record.
Now you may record the script to replace the existing speech for this object. Click on the Record button, and the Record box appears as shown in Figure 52:

Figure 52 - The Record box

Get your announcer's voice warmed up, then click on the Record button. The status line displays the message "Please pick up handset", and you pick up your local phone.
A beep sounds, and the script begins scrolling up through the Script field (if the Auto Prompting option is enabled). Read the script as it goes by. When you finish recording, click the Stop button. The recording stops, and the length of the recording displays above the Speech Position scroll bar. Hang up your phone.
To hear your new speech, pick up your phone and click the Play button. If you don't like the way the speech turned out or you 'tripped over your tongue', you may record the speech again.
When you're satisfied with the speech, click the OK button. Your newly recorded speech replaces the previous speech. Clicking Cancel erases your speech and keeps the existing speech.
After the Record box closes, you may then click OK on the object box to save your speech changes. Clicking Cancel at this point discards any changes to this object, including speech and script changes.

Changing a Control Point's Script and ID Speech

A variation on scripts and speeches is the recording of the ID speech. Instead of using the Script field and the Record button to record, you use the Description field and Record ID button. These controls appear on Control Points. The text in the Description field acts as the script when you record the Control Point's ID speech. As you may recall, a Control Point's ID speech plays to a caller when the Auto-Menu function on the Initial Prompt is activated. For this reason, it is important to record ID speeches.

Use the following procedure to change a Control Point's ID speech:

First, double click the Control Point you wish to modify in the system tree. The Control Point box appears.
Move the mouse pointer to the Description field, then click on it. A small blinking line appears in the line of text. This blinking line is called the 'cursor', and it shows where your typing appears when you type in a field.
Remove the existing text, or modify it as you see fit.
Now you may record the description to replace the existing ID speech for this Control Point. Click on the Record ID button, and the Record box appears as shown in Figure 53:

Figure 53 - The Record box
Get your announcer's voice warmed up, then click on the Record button. The status line displays the message "Please pick up handset", and you may pick up your local phone.
A beep sounds, and you read the ID description. When you finish recording, click the Stop button. The recording stops, and the length of the recording displays above the Speech position scroll bar. Now hang up your phone.
To hear your new ID speech, pick up your phone and click the Play button. If you don't like the way the ID speech turned out or you 'tripped over your tongue', you may record the speech again.
When you're satisfied with the ID speech, click the OK button. Your newly recorded ID speech replaces the previous ID speech. Clicking Cancel erases your ID speech and keeps the existing ID speech.
After the Record box closes, you may then click OK on the Control Point box to save your speech changes (or any other changes you've made). Clicking Cancel at this point discards any ID speech and script changes.

Disabling and Enabling Tree Objects

Disabling and enabling a tree object involves the use of the Enable controls on the object. This is a useful function if you want to close off a section of the tree. You can also use this function to suspend a specific service in your system tree. This section discusses the procedures necessary to disable and enable tree objects, and why you might want to do so.

Concepts

Keep in mind that you cannot disable the System Greeting tree object.
If you disable the Initial Prompt, callers will not be able to use the system at all.

Disabling a tree object comes in handy when you want to temporarily put an object 'out of commission' without deleting it. This means that you could later enable the object and use it again, whereas deleting the object removes it from the system tree. In practice, you could disable a Control Point that leads to an application you don't want callers to use for a while.

When you 'disable' a tree object, the program treats the object as if it weren't there. The advantage to this is that the object is still there (so you can use it later), whereas deleting the object removes the object from the system tree. Note that when you disable a Control Point, the object's ID speech is not included in the Initial Prompt's auto-menu. Also, the caller may not access a disabled Control Point, even if they enter the touch tone for that object.

Procedures

Use the following procedure to disable or enable an object in the tree:

Double click on the object in the system tree that you wish to enable/disable. The control box for that object appears.
To disable an enabled object, you click the Enable check box in the Object Info control group. The "X" disappears from the check box, and the object is disabled.
To enable a disabled object, click the Enable check box. An "X" appears in the check box, and the tree object is enabled.
When you finish choosing a setting, click the OK button to save this setting and return to the system tree. If you do not wish to save these settings when you return to the system tree, click the Cancel button.

Adding and Configuring Control Points

If you currently have a system tree you do not wish to change, don't worry. You may exit the Tree Editor without saving changes to the tree structure.

The following sections discuss the procedures for adding and configuring Control Points. Each section also discusses the effects that these additions have on the tree structure, and how they change the workings of the system tree.
Control Points allow you to perform special functions. The primary function of a Control Point is to 'chain' the Combination Application to another CBSI Phone application. This means that you may access part of another application through the Combination Application system tree.

You can also use a Control Point to go to another tree object in the same system tree or hang up the phone.

Adding A Control Point To The System Tree

You would add a Control Point to a system tree whenever you want to add more functionality to your system tree. Control Points in the Combination Application are primarily used to chain to another phone application.

Use the following procedure to add a Control Point to the existing tree:

First, look at the Tree Object Tool located just above the Tool Button Ribbon to the left of the screen. Position the mouse pointer over the Control Point tree object. Notice that the Status line at the bottom of the screen displays the message "Drag and drop Control Point to insert". This means that to add a Control Point, you press and hold down the left mouse button (while the mouse pointer is on the object you wish to drag), then continue to hold it down while you move the object to where you want it. You then release the mouse button, and the Control Point 'drops'.
Drag the Control Point object to the area of the tree where you wish to add it. If an "X" appears on the Control Point object, then you may not place the Control Point object here. In the Combination Application, Control Points may only be children of the Initial Prompt.
When you get the Control Point where you want it, drop it by releasing the left mouse button. The Insert Tree Object box appears similar to the one shown in Figure 54:

Figure 54 - The Insert Tree Object box

The number that may appear in the Touch-Tone Number field is the default referential ID number for this object. If you wish to change the number, or no number is suggested, type the desired number in the field.
Now click the OK button to insert the Control Point. If for some reason you decide not to insert the Control Point, you may click the Cancel button to abandon this add procedure.
After adding the Control Point, it should now appear similar to the one shown in Figure 55:

Figure 55 - The newly added Control Point

Note the designation New Control Point next to the Control Point picture. The name New Control Point appears for each Control Point that you add, and remains as such until you enter a name in the Description field in the Control Point box. Note that the words are slightly lighter than the ones for the other tree objects. This is because this new Control Point is not yet enabled. The number to the left of the description is the Control Point's touch tone number.

Configuring The Added Control Point

Now you need to 'configure' your newly added Control Point, so that it may serve you as you wish. Configuring is merely the process of setting the controls in the Control Point box so that the Control Point works correctly.

Before you configure (or for that matter, add) a Control Point, you should have its purpose in mind. The Control Point could do many things, such as chain to another CBSI phone application, then come back and either hang up or go to another object in the tree.

Use the following procedure to configure the newly added Control Point:

To begin configuring, double click on the newly added Control Point. The Control Point box for the New Control Point appears as shown in Figure 56:

Figure 56 - The New Control Point Control Point box

The Control Point Info control group displays the Control Point's ID number. The Enable check box is empty, meaning that the Control Point is not enabled. Click the Enable check box so that an "X" appears. This tells us that the Control Point is now enabled.
To change the Description, click the Description field. Use the c and keys to remove the existing text, then type the description of the control point.
The next step is to record the ID speech for this Control Point. Click on the Record ID button on the right side of the Control Point box. The Record box appears similar to the one shown in Figure 57:

Figure 57 - The Record Box
Notice that the entry you made in the Description field appears in the Script Prompter. To record the ID speech for this Control Point, click the Record button. The message "Please pick up handset" appears on the status line at the bottom of the Record box.
Pick up your phone. After the tone, record the ID that appears in the Script Prompter. When you finish recording, click the Stop button. The ID is now recorded.
To hear the speech, click the Play button, then pick up your phone. If you wish to record the message again, follow the recording procedure above. If the message is fine, then click OK to return to the Control Point box.
If you wish to chain this program to another CBSI application, you may do so by clicking the Chain To control. When a black dot appears in the circle, the Chain To function is activated.
When using the Chain To function, you must tell the program which application to access, and then where to go in that application's system tree. To select an application to chain to, click the downward pointing arrow in the Chain To field.
The names of the other CBSI Phone Applications that you have in your computer appear in this box. If the list is longer than the list box itself, you may use the scroll bars to move up and down through the list.
Select the application you wish to chain to by clicking that option. The selected program now appears with a blue bar around it. Also, the list box closes and the selected program appears in the Chain To field.
Now to complete the Goto field. The number you enter into this field tells the Control Point where to go once it chains to the other application. Entering 0 takes the caller to the System Greeting of the other program, while the entry 01 takes the caller to the Initial Prompt of that program. Otherwise, enter the ID of the object you wish the caller to go to.
Now take a look at the Control Action control group. The default setting for Control Points is Goto, but you may choose to have the caller do something else. The common place to send the caller is back to the Initial Prompt so that the caller can hear the auto menu.
If you wish to use the Goto feature to send the caller to the Initial Prompt, click on Goto to activate it. The "_*" (star) in this field is the default setting, and sends the caller back to the Initial Prompt.
Now that the Control Point is complete, click the OK button on the Control Point box. Your newly created and functional Control Point appears in the system tree, similar to the one shown in Figure 58:

Figure 58 - The new Control Point

Notice that the Control Point's description appears to the right of the Control Point picture. This assists you in identifying the Control Point, as well as the other objects in the tree.

If you use the Chain To function, be aware that the caller returns to the Control Point in this application. The program then completes any other tasks (Hangup Phone or Goto) on the Control Point.

Deleting and Undeleting Control Points

The purpose of deleting Control Points is so you can get rid of unused sections of your system tree. This frees up space for other Control Points in the tree, and keeps things from getting complicated. Deleting a Control Point removes it from the tree permanently, unless you use the Undo Delete command, or exit the program without committing the changes to the tree. If you don't want to remove a Control Point from the tree but you don't want callers to reach it, you may 'Disable' the object. This means that it is still there, but is not currently in use.

Use the following procedure to delete a Control Point from the system tree:

First, select the Control Point you wish to delete so that a blue bar appears on that tree object. You may click the object to select it, or you may use the wy keys on your keyboard).

You may also delete the Control Point by selecting it and clicking the Prune button.

Now press the Delete key on your keyboard. The Advisory message appears as shown in Figure 59:

Figure 59 - The Advisory message

Clicking the No button cancels the deletion. For right now, though, click the Yes button to delete the Control Point.
Note that the Control Point is gone. When a caller calls into the system now, they can no longer access the deleted Control Point.

Undeleting Control Points

If you accidentally delete a Control Point, don't worry. Fortunately, the program provides you with an Undo command that allows you to replace accidentally deleted Control Points. Provided that you haven't performed any other deletions after this one, you may use the Undo command from the Edit menu to restore the deleted Control Point.

Use the following procedure to undelete a Control Point:

Locate the Menu bar at the top of the Voice Mail window. Click on the Edit menu heading, and the Edit menu appears as shown in Figure 60:

Figure 60 - The Edit menu
Select the Undo (Delete) Command by clicking it. The deleted Control Point reappears, exactly as it was before you deleted it.

Keep in mind that the Undo Delete function will not work if you deleted a Control Point after the one you wish to undelete. In other words, the Undo Delete function only works on the Control Point that you last deleted.

Also, the Undo Delete function will not work if you commit changes to the system tree. Once you commit any changes to the tree, the deleted Control Point cannot be retrieved.

Committing Changes To The System Tree

When you finish designing, building, editing, or otherwise modifying the system tree, it's time to make these changes final. So far, all you've done was save the changes to the tree in the editing session. Now it's time to 'commit' the system tree. 'Committing' is simply the process of saving all of the changes you made in the current editing session to the system.

Once you commit the changes, the new system tree takes effect. You may even commit changes while the Combination Application (or any other phone application) is up and running. If a caller is in the system when you commit the changes, they are put 'on hold' while the system updates. While the caller waits (for about 30 seconds), they hear the standard brand of elevator music that you normally hear when put on hold. When the system finishes updating, the caller returns to the system and may continue their tasks.

If a caller is in the system recording a speech, the system waits until they are done before committing the changes. An Advisory message appears, telling you that there is a caller in the system. You have the option of canceling the operation, or waiting until the caller is done recording their speech.

If a caller calls in while you are committing the changes, then the line continues to ring until the system is updated. Then the system answers, and the caller can use the system normally.

Use the following procedure to commit the changes to your system tree:

While viewing the system tree, click the File menu heading located on the Menu bar. The File menu appears.
Click the Commit Changes menu option. The mouse pointer turns into an hourglass while the program makes the necessary changes. When it finishes, you return to the system tree. You may now continue editing, or you may exit the System Editor.
If the system is busy (i.e., a caller is in the system), then an Advisory message appears, telling you that it is not possible to commit the changes at this time. You may either cancel this operation by clicking the Cancel button on the Advisory message box, or you may retry this operation by clicking the Retry button.
If you 'cancel' the operation, the system does not commit the changes to the system tree. You must try again later. If you 'retry' the operation, then the system attempts to commit the changes again. If the system is free (i.e., there is no caller in the system), then the changes are committed. If there is still a caller in the system, then the Advisory message box appears again.

Planning Your System Tree

When you begin to build your system tree, you should map the structure out a bit. This allows you to see how everything goes together, and you can design a better system. Know ahead of time which applications you want your callers to access. Remember that you cannot use outdialing phone applications within the Combination Application.

Building Your System Tree

When you finish planning your system tree, it is time to build it. There are many ways that you may go about building your system tree. We've found that following these steps makes the building and configuring process simple and efficient:

1. Drag and drop all of the necessary tree objects into place. This means that you complete the looks of the system tree before configuring any of the tree objects. This allows you to concentrate on the system structure.

2. Once you complete the system tree, you now edit and configure each of the tree objects. As you configure each one, make sure that you know the function and purpose of the object and that the object fulfills its purpose.

3. Record the ID speeches for each of the objects. Make sure to use the scripts you created during the configuration and editing process. The script ensures that you'll know what to record and where.

4. Commit the changes to the system tree. This means saving the system you made so that callers may call into your system.

These four easy steps allow you to deal with the four biggest chunks of system design separately and in a logical order. Also, you may design your system using the 'trial-and-error' method, allowing you to experiment with the tree objects so that you may better understand how they relate. When you're experimenting with system design, keep in mind that you don't have to commit these changes. This familiarity through experimentation allows you to become comfortable with the system tree and how it works.

Testing Your Tree

Once your system tree is ready to go, you should be the first person to call your system. This allows you to test the flow of the system, and ensure that everything is working properly. Testing also eliminates the chance of a caller calling in and having problems with your system. Not only should you make sure that everything is working correctly, you should also make sure it runs smoothly. If the system is too complex or there is not enough information to lead the caller where they want to go, you should consider restructuring your tree to accommodate your users.

The Monitor program is the portion of the Business Manager program that allows you to perform a 'Local launch'. This means that you click the Local Launch button on the Monitor program box, then the system uses the local phone as if a caller were calling into the system. You play the part of the caller, listening to messages and pressing buttons on your phone. This is a very valuable testing tool. For more information on local testing, refer to Chapter 7: "Using the Monitor Program".

Managing Your Tree

After you design, build, test, and run your system tree, you need to start thinking about system tree maintenance. This involves adding and deleting Control Points, based on which applications you want (or do not want) your callers to use.

You should also periodically ask yourself "Does my system tree structure suit its tasks?" If it doesn't, it may be time to change the structure. Being a dynamic structure, the system tree lends itself well to changes and modifications.

*Application*	An application is a program that you design, build, or otherwise modify so that it does what you want it to. We design programs, while you design applications.
*Cancel*	This is a command that tells the system to cancel the current operation. This command is often an option when the current operation is suspended or delayed.
*Local Phone*	The phone that is connected to your computer. It is this phone that you use to record your system speeches. Also, callers use this phone number when calling into your system.
*Program*	The actual software that runs on your computer. You use the System Editor 'program' to design your Combination 'Application'.
*Retry*	This is a command that tells the system to perform an operation again. This command is often an option when the current operation is suspended or delayed.
*Tree Object*	Also, 'object'. The basic components of the system tree. In the *Combination Application*, the tree objects are the System Greeting, the Initial Prompt, and the Control Point.

You may also access a tree object by selecting it and pressing the e key.	First, double click the tree object you wish to modify in the system tree (the System Greeting or the Initial Prompt). Move the mouse pointer to the Script field, then click on it. A small blinking line appears in the line of text. This blinking line is called the 'cursor', and it shows where your typing appears when you type in a field.
Remember that you may use the arrow keys (wyxz) to move the cursor around the field. The c key allows you to remove text from a line a character at a time.	Remove the existing text, or modify it as you see fit. Now type the script for the speech you want to record. Now you may record the script to replace the existing speech for this object. Click on the Record button, and the Record box appears as shown in Figure 52: